Terrible service 2nd time

called to inform my change of address, which didnt happen, so my delivery went to the incorrect, when I was contacted my the courier I informed the courier, which stated that there is nothing that can be done must contacted the office which I did,I was told by the agent they will try and make a plan but they couldnt as the drivers were out, which I understood, I went on to say it was fine I will collect, I was advised that I could come in and that they close at 17:00 , I noticed I was running late and emailed and asked what was the latest I could get there I was then told 18:00 , I rushed through and got there at 17:12 ,that is when the drama began,Security contacted the office inside which advised I should wait, after a while I was told that there was no record, I proceeded to show the security the email I sent confirming my ID/Vehicle reg. and confirmation from Courier it that I may come and collect, I waited then called customer service which stated my delivery was with the driver or in the drivers bin, in the interim security was told that shipment could not be located at the hold cage, Some gentle man came out I showed him the email and after 45 minutes I was eventually sent in to collect, This was not my first awful experience,I am also logging this with your client Fonechoice as they are also aware of my last bad experience,Adding to this new address information was provided to Fone choice as well days prior. When I called to confirm I was told that this has been given to back office, When I advised he agent that this is the 2nd issue Im having with delivery and that I should not be liable for delivery charges for the 1st of the 2nd I was told that there is nothing that can be done as that charge had to occur,my ID number is ********** 267081,My last complain was around the 14th of January 2018,for my last delivery issue, I never have these issues with Home choice, well I guess because the last service provided was more efficient